We are committed to providing a high-quality legal service to all our clients. However, if at any point you are unhappy with the service you have received, we encourage you to let us know as soon as possible so that we can address your concerns promptly and fairly.
We take all complaints seriously and view them as an opportunity to improve our service.
Raising a complaint will not affect how your matter is handled, and you will not be charged for any time spent dealing with your complaint.
How to make a complaint
In the first instance, we recommend that you contact the person handling your matter to discuss your concerns. Many issues can be resolved quickly and informally at this stage.
If you would prefer to make a formal complaint, you may do so by contacting us in writing (by email or post), setting out:
- Your full name and contact details
- Your file reference (if applicable)
- A clear description of your complaint
- What outcome you are seeking
What happens next
Once we receive your complaint:
- We will acknowledge your complaint within 5 working days
- Your complaint will be reviewed by a senior member of the firm (or the designated Complaints Handler)
- We may contact you for further information or clarification
- We will aim to provide a full written response within 28 days
If we are unable to provide a full response within this timeframe, we will inform you of the reason and provide an updated timescale.
What to do if we cant resolve your complaint
If you are not satisfied with our final response, you may refer your complaint to the Legal Ombudsman.
The Legal Ombudsman is an independent body that investigates complaints about legal services.
Legal Ombudsman
You must refer your complaint to the Legal Ombudsman:
- Within 6 months of receiving our final response; and
- No later than 1 year from:
- The date of the act or omission complained about; or
- The date when you should reasonably have known there was cause for complaint
Contact details:
- Website: www.legalombudsman.org.uk
- Telephone: 0300 555 0333 (9am – 5pm)
- Email: enquiries@legalombudsman.org.uk
- Address: PO Box 6806, Wolverhampton, WV1 9WJ
Solicitors Regulation Authority
The Solicitors Regulation Authority (SRA) regulates solicitors and law firms in England and Wales.
You may contact the SRA if you are concerned about serious issues such as:
- Dishonesty or fraud
- Misuse of client money
- Discrimination or unfair treatment
- Breaches of professional conduct
The SRA does not deal with complaints about poor service (these are handled by the Legal Ombudsman).
For more information, please visit: www.sra.org.uk
Our commitment
We are committed to:
- Handling complaints fairly, transparently, and promptly
- Learning from feedback to improve our services
- Treating all clients with respect and professionalism